AccountId: 011433970860
ContactId: e0e24d8f-7632-4538-87c4-8b458eaac03b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162880 ms
Total Talk Time (AGENT): 81043 ms
Total Talk Time (CUSTOMER): 62625 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/e0e24d8f-7632-4538-87c4-8b458eaac03b_20250502T15:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, my name's [PII]. I'm calling from OU Health in [PII].
[CUSTOMER][NEUTRAL] And I am trying to verify a patient's eligibility. Somebody had put an insurance in the patient's chart, and I just wanna make, I'm not pulling any results online, so I, I, I have to call to double check.
[AGENT][NEUTRAL] OK, uh, yes, ma'am. I can verify eligibility for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] 01792144.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. [PII].
[AGENT][POSITIVE] OK, thank you so much. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]'s birthday [PII].
[AGENT][NEUTRAL] OK, uh, well, I do not show him under this policy. One moment, make sure I'm type. oh, I typed it in wrong, OK.
[AGENT][NEUTRAL] And it's for [PII], OK.
[AGENT][NEUTRAL] I'm showing his effective date is [PII]. He is active under the policy. I'm sorry if it's loud. Um, they're mowing our yard, so.
[CUSTOMER][NEUTRAL] Oh, you.
[AGENT][NEUTRAL] And um
[CUSTOMER][POSITIVE] You are totally fine.
[AGENT][POSITIVE] Good deal. Well, his effective date is [PII] and he is active under the policy.
[CUSTOMER][NEUTRAL] OK, and is this a major medical plan because he's also got a Blue Cross Blue Shield and so.
[AGENT][NEUTRAL] Uh, no, ma'am. Uh, the type of policy he has with our company is a secondary supplemental plan. Uh, what it does, it helps with primary insurance, deductible, co-pay or co-insurance for services in an outpatient facility or if he was confined as inpatient in the hospital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect perfect and is active awesome. OK, that is all I needed. Do you, do you guys give out reference numbers?
[AGENT][NEUTRAL] Uh, if you like, you can use my name at today's date as of reference.
[CUSTOMER][NEUTRAL] OK, I have got, you said [PII] [PII]?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] OK, awesome thank you so much.
[AGENT][POSITIVE] Yes, ma'am, and thank you for calling APL. Have a great day and weekend, Miss [PII].
[CUSTOMER][POSITIVE] You've been so helpful.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.